Product Support Specialist

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78d9lc

Join Trace One
We are looking for a Product Support Specialist to join our Customer Operations – Support team. In this role, you will be a key point of contact for customers, ensuring high-quality technical and functional support and contributing to customer satisfaction while meeting SLA commitments.
You will collaborate closely with Product, Engineering, Customer Success, and Professional Services teams to resolve complex issues and continuously improve our support services.
Key Responsibilities
Provide technical and functional support on Trace One products. Handle customer inquiries and resolve issues efficiently.
Own and manage support cases from opening to resolution. Ensure compliance with SLA commitments and maintain accurate case records. Report to customers and the Customer Support Manager on domain‐related issues.
Manage escalations and critical issues with timely communication. Coordinate with internal teams for resolutions. Participate in support reviews and maintain strong customer relationships through proactive engagement.




Work cross‐functionally with other departments to maintain consistent quality of customer interaction. Document issues and contribute to the knowledge base.
Analyze recurring issues and propose preventive actions. Contribute to process improvements and support‐related projects.
The position may involve domestic travel and occasional international travel as operational needs require.
Key Skills and Requirements
2+ years of experience in technical or functional support (SaaS or On‐Prem environments).
Strong analytical and problem‐solving skills.
Excellent communication skills with the ability to handle sensitive situations.
Familiarity with support tools and case management best practices.
English (B2 / Fluent) and local language required.
Nice to have: Bachelor's degree in Computer Science or related field.
Knowledge of databases and SQL.
Benefits
Space and encouragement to suggest ideas and solutions.
International and multicultural

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78d9lc